Today’s technology leaders often are caught between a rock and a hard place. On one side is the consumer whose changing expectations place increasing demands on the contact center. On the other side is the business’ need for technology that keeps pace with these changing demands as well as the employees who use it daily.

Join Forrester analyst Art Schoeller and Fernando Egea, VP Of Strategic Solutions at Genesys to discuss ways to rethink your customer engagement model, mitigate risk and choose the best path forward.